Our first major design project with O2 set out to reimagine the relationship O2 has with its customers via the My O2 service. From ethnographic research to design sprints, we put the customers at the heart of the new experience, re-engineering key journeys through self-service, upgrade and cross-sell.
From ethnographic research to design sprints, we put the customer at the heart of the new experience.
Our personas combined with other insight formed the basis of a sprint based Design Thinking approach. Every two weeks we would tackle a new challenge - with lightning talks to provide us with key insights that turbo-charged concepting. ideas were then refined into prototypes that were tested not only by customers but those who interface directly with customers O2 gurus